Have no fear iMac users

[Lear2000]

After I wrote Apple via snail mail, I received a call from their customer service dept.

She said there will be a fix. Apple is well aware of the issue and is working with the distributor of the screens. All iMac people who want their screens replaced will be notified when the proper screen is in stock. Apple will not hang their users out to dry, and feel confident in the purchase of your iMac.

Ya, I asked for perks, and yes I got them with out question.

So, forget what you heard about all the negatives, it will be fixed and it will be soon.

I have ordered my replacement, but she said there is not guarantee that this screen will be unflawed. She said patience is key right now. There is note date, but she said it would be less than 6 months. She is first person to actually give some sort of time frame.

She gave me her direct line and if anyone at Apple or the Apple stores says any different to call her.

My confidence rating went up a bit.

fingers crossed.

 

[ansabakhan]

After I wrote Apple via snail mail, I received a call from their customer service dept.

She said there will be a fix. Apple is well aware of the issue and is working with the distributor of the screens. All iMac people who want their screens replaced will be notified when the proper screen is in stock. Apple will not hang their users out to dry, and feel confident in the purchase of your iMac.

Ya, I asked for perks, and yes I got them with out question.

So, forget what you heard about all the negatives, it will be fixed and it will be soon.

I have ordered my replacement, but she said there is not guarantee that this screen will be unflawed. She said patience is key right now. There is note date, but she said it would be less than 6 months. She is first person to actually give some sort of time frame.

She gave me her direct line and if anyone at Apple or the Apple stores says any different to call her.

My confidence rating went up a bit.

fingers crossed.

what dept and what is her position in the company ?

 

[IndustrialSpace]

Lies, lies and more lies.

Why do we get different reasons, excuses and explantions from various Apple CSRs and other Apple personnel.

If what you say is true, then many of their reps are lying about the true state of this defect and whether it really has been resolved.

Truly disgusting on Apple's part.


For those who plan to buy an iMac, you should at a minimum, wait until the next refresh and see if anything has changed. As things stand now, Apple has given their customers an ultimatum - you either get a ONE TIME screen replacement or a refund. All the screens wil have some degree of yellow tint. So settle and keep it or return it for a refund. They are no longer playing the return/replace/return/repalce game anymore. Their screens are within specs for them. It is the inherent Apple techonology which is at fault. If you read the iMac display patent, you'd see that they (Apple) acknowledge this issue in it. Go see for yourself. It's their LED backlit design which is causing this.

 

[Lear2000]

what dept and what is her position in the company ?

She said she was a customer service rep calling from 512 674 2000. I'd give you her name and ext but not sure if she would appreciate that.

She was legit, although not very tech savy, she was mostly trying to tend to the issues brought up in my letter about the lack of customer service I received.

Don't shoot the messenger,: I am just telling you what I was told. Believe me I have escalated this issue well beyond the normal stopping points.

 

[Lear2000]

Lies, lies and more lies.

Why do we get different reasons, excuses and explantions from various Apple CSRs and other Apple personnel.

If what you say is true, then many of their reps are lying about the true state of this defect and whether it really has been resolved.

Truly disgusting on Apple's part.


For those who plan to buy an iMac, you should at a minimum, wait until the next refresh and see if anything has changed. As things stand now, Apple has given their customers an ultimatum - you either get a ONE TIME screen replacement or a refund. All the screens wil have some degree of yellow tint. So settle and keep it or return it for a refund. They are no longer playing the return/replace/return/repalce game anymore. Their screens are within specs for them. It is the inherent Apple techonology which is at fault. If you read the iMac display patent, you'd see that they (Apple) acknowledge this issue in it. Go see for yourself. It's their LED backlit design which is causing this.

That is why I wrote a letter. Its not about getting a perfect iMac (we know its coming..soon). Its about getting results. Getting questions answered and getting them answered from someone who has knowledge. She told me more about the issue than any other rep I have spoken to. She admitted that Apple store people don't have the information they need to handle this issue. Which was another point I brought up in my letter. I told her, everyone who is even associated with Apple should all have the same story, and they don't. She was very disappointed to hear that.

Remember we are all in this together... Let's fight side by side to get a resolution.

 

[spcdust]

Apple has given their customers an ultimatum - you either get a ONE TIME screen replacement or a refund.

Not true.

They are no longer playing the return/replace/return/repalce game anymore.

Also not true.

It is the inherent Apple techonology which is at fault. If you read the iMac display patent, you'd see that they (Apple) acknowledge this issue in it. Go see for yourself. It's their LED backlit design which is causing this.

This is only a theory.

IndustrialSpace, we're all a bit disappointed with the current issues but you seem hell bent in spreading mis-information which isn't helpful to anyone. On every point above I can personally vouch you are in-correct.

To the OP, thanks for letting us know, however I wouldn't rely 100% on your info - the current screen replacement programme was also meant to be a "definite" fix and that doesn't seem to be the case. One thing IndustrialSpace is correct on are the inconsistencies in what Apple CSR's are saying, I don't think it's so much as "Lie, lies and more lies", just the nature of the info you get coming from a huge organisation like Apple.

 

[Bitwise]

I've lost count of the number of times the Corporate Customer Care Reps have said this. This is nothing new... They're just glorified CSR's with no knowledge of what Apple is actually doing to resolve the issue. I'll believe it when I see it .